REACTIVE REPAIRS, CYCLICAL & PLANNED MAINTENANCE POLICY

Size: px
Start display at page:

Download "REACTIVE REPAIRS, CYCLICAL & PLANNED MAINTENANCE POLICY"

Transcription

1 POLICY REF : AM05 Version No. 4.0 August 2012 REACTIVE REPAIRS, CYCLICAL & PLANNED MAINTENANCE POLICY 1.0 INTRODUCTION 1.1 This policy describes our arrangements for ensuring that our properties are well maintained and kept in good and safe repair, both for the benefit of existing tenants and to maximise the long term life of each property. 1.2 In implementing this policy, our objectives are to: comply at all times with all current legal requirements, codes of good practice and Scottish Government guidance; provide a prompt, economic and efficient reactive repairs service, including an out-ofhours emergency service; establish and maintain a comprehensive and systematic programme of cyclical and planned maintenance; achieve the Scottish Housing Quality Standard (SHQS) and any future housing standard set by the Scottish Government, for all our properties; allocate work only to contractors who are competent, financially sound and can achieve the standards we require; achieve high standards of customer care and satisfaction by monitoring our contractors performance regularly and enabling tenants to comment on every repair undertaken; provide a value for money service by seeking competitive quotes or tenders for all contract work, and/or by developing partnering arrangements with contractors who are able to deliver a high standard of service; ensure that all of our tenants and factored owners are given clear information on the division of responsibility for repairs and maintenance between us and them; ensure that all internal procedures supporting this policy are clear, comprehensive and available to all staff, enabling a consistent approach to managing, implementing and budgeting all aspects of our repairs and maintenance service. Page 1 of 11

2 2.0 AUTHORITY AND CONTROL 2.1 The Board of Management is responsible for: approving the overall policy for repairs and maintenance; approving the overall budget for repairs and maintenance as part of the annual budget-setting process; monitoring expenditure against budget for day-to-day repairs, cyclical and planned maintenance. 2.2 The Head of Asset Management has delegated authority from the Board, through the Chief Executive, for implementing this policy, developing and implementing the procedures that support the policy, and for the management and administration of the repairs and maintenance service. Authorisation of Expenditure 2.3 Authorisation of expenditure on individual repair or maintenance items, within the overall annual budget, is delegated to individual members of staff. The current levels of delegated authority are specified in the Finance Authorisation Procedures. These levels will be reviewed regularly, particularly with regard to the impact of inflation on cost levels. Estimates, Quotations and Tenders 2.4 The cost levels for each item of work above which an estimate, quotation or tender must be obtained are specified in our policy on Quotations and Tenders. These levels will be reviewed regularly, both to take account of inflation and also to take into the results of any review of our policy and procedures on placing orders for goods and services. 3.0 REACTIVE REPAIRS Definition 3.1 Reactive repairs covers all routine breakdown repairs causing inconvenience or a safety risk that are reported by a tenant, factored owner or a member of staff, including repairs identified during the inspection of a void property. Response Times 3.2 Reactive repairs are prioritised according to their urgency, with a set response time for each category approved by the Board and publicised through the Tenant Handbook and our newsletter Almond View. Page 2 of 11

3 Ordering of Repairs 3.3 Reactive repairs will be ordered by a member of staff using an official works order. Full details of the ordering process are contained in the procedure entitled Placing Works Orders & Authorising Invoices. Emergency Repairs 3.4 We define an emergency as a problem which is a threat to life or property, i.e. it is a problem that may compromise the health, safety or security of the tenant and their household, or the security or integrity or the property. 3.5 During office hours staff will contact the appropriate Contractor and arrange for the work required to be carried out within the set response time. Repairs may be ordered immediately by any member of the Housing or Maintenance staff. The order may be placed verbally or by fax, with the official order following. 3.6 Outwith office hours we will enable tenants to have emergency repairs dealt with by providing them with an Emergency Service telephone number. 3.7 Full details of our emergency service are contained in the procedure entitled Reactive & Emergency Repairs. Repairs following Termination of Tenancy 3.8 We will carry out the repairs required following the termination of a tenancy to ensure that a property is fit to let according to current definitions and our letting standards. Where appropriate, we will ensure that the costs of any work that should have been carried out by the former tenant are recharged to them. 3.9 We will carry out all necessary gas and electrical safety checks and ensure that any resulting repairs required are carried out before the property is re-let We will ensure that all repairs etc. are carried out within are target timescales for empty properties. Inspections 3.11 We will inspect a repair prior to arranging for work to be carried out where clarification of the problem is required, according to current guidance. We will aim to inspect up to 10% of repairs prior to work being undertaken We will inspect a minimum of 10% of completed repairs as part of our monitoring of contractors performance, including, prior to the payment of invoices, inspection of any repair where the cost is above the limit currently set in the procedures Full details of our inspection arrangements are contained in the procedure entitled Reactive & Emergency Repairs. Page 3 of 11

4 4.0 CYCLICAL MAINTENANCE Definition 4.1 Cyclical maintenance comprises: Cyclical painting the external painting of windows and doors (or washing of pvc frames), the internal painting of communal areas in blocks of flats, and the cleaning and painting where required of external rainwater gutters and downpipes, carried out under a planned programme covering every property over a five year period. Gas servicing the annual inspection of all gas appliances installed in our properties, including all gas supply pipework, to comply with our legal obligations as a registered social landlord. Smoke detectors the annual inspection of smoke detectors and replacement of batteries. Any other work carried out at a prescribed interval in order to maintain the function of an item at its optimum level. Cyclical Painting Programme 4.2 The purpose of the cyclical painting programme is to ensure that all painted areas, both external and, where appropriate, internal, are kept in a good condition. 4.3 The major objectives of the programme are: to establish an appropriate and comprehensive information base, enabling us to have a detailed knowledge of our properties and their components, and identify their future painting requirements; to establish priorities to ensure maximum value for money and the most effective use of resources; to ensure that an adequate source of finance is available; to ensure that the most efficient maintenance practices are utilised, to maximise value for money; where appropriate, to incorporate the principles of sustainability in the choice and use of materials etc. 4.4 Our Maintenance Supervisors will carry out annual inspections of the properties due to be painted that year, to identify any repair work required before painting commences. This will assist in ensuring that the areas painted will remain in good condition and will not deteriorate during the 5 year period of the total programme. 4.5 Full details of the processes involved in planning for and carrying out the painting programme are contained in the procedure entitled Cyclical Painting. Page 4 of 11

5 Annual Servicing of Gas Appliances 4.6 To comply with current legal requirements we will arrange for an annual inspection and servicing of all gas appliances, including associated pipework etc. as detailed in the procedure entitled Inspection & Servicing of Gas Appliances. Annual Servicing of Smoke Detectors 4.7 We will arrange for an annual check to be carried out on all smoke detectors fitted by ourselves, including the replacement where required of detector batteries. Annual Servicing of Thermostatic Mixer valves 4.8 We will arrange for an annual check to be carried out on all thermostatic mixer valves fitted by Almond to ensure that the flow of water is maximised and that hot water is delivered at a safe temperature. Other work 4.9 Other cyclical work, such as the inspection and cleaning of gutters, will be carried out as identified from time to time by the Head of Asset Management and approved by the Board. 5.0 PLANNED MAINTENANCE Definition 5.1 Planned Maintenance is the replacement of items in a building which have come to the end of their useful life, where the replacement can be predicted and planned for and where the new items are either of a similar or higher standard. The purpose of the planned maintenance programme is to obtain full value from our properties by ensuring that the life of each property is maximised. Objectives 5.2 The major objectives of the programme are: to establish an appropriate and comprehensive information base, enabling us to have a detailed knowledge of our properties and their components, and identify their future planned maintenance requirements; to establish priorities to ensure maximum value for money and the most effective use of resources; to ensure that an adequate source of finance is available; to ensure that the most efficient maintenance practices are utilised, to maximise value for money; Page 5 of 11

6 where appropriate, to incorporate the principles of sustainability in the choice and use of materials etc. to contribute to bringing our properties up to the Scottish Housing Quality Standard by the target date of Process 5.3 The current condition of building components and finishes will be assessed through a system of sample inspections (stock condition surveys) every 5 years. The results of the stock condition surveys will be incorporated into an ongoing programme of planned maintenance or improvement works, broken down into annual sections for approval by the Board each year. Funding proposals will be submitted to the Board for inclusion in the annual budget-setting process. The Board may amend the proposed programme by delaying or bringing forward particular elements of work. 5.4 The stock condition survey results will also feed into the 30-year Business Plan and provide estimates of the costs of future maintenance requirements. 5.5 Full details of the process for identifying the work required, estimating costs, approving and monitoring the annual programme of works, etc. are contained in the procedure entitled Planned Maintenance, Improvements & Major Repairs. 6.0 MAJOR REPAIRS Definition 6.1 Major repairs is the work required to bring a property up to an acceptable standard, due to the unforeseen failure of a building component such as the partial or total loss of a roof. Process 6.2 The need for major repairs will normally be identified as a result of significant damage to a property or group of properties, or following routine inspections as part of the cyclical painting or planned maintenance programmes. 6.3 The need for major repairs may also result from a change in legislation requiring work that had not previously been anticipated or planned for, including bringing our properties up to the Scottish Housing Quality Standard by Details of the processes involved in submitting proposals for approval and funding, undertaking the work, monitoring progress and expenditure are contained in the procedure entitled: Planned Maintenance, Improvements & Major Repairs. Page 6 of 11

7 7.0 FUNDING 7.1 We will fund the repairs and maintenance service from the following sources: our annual rental income; our reserves, which are the accumulation of sums set aside from rental income in previous years to fund the annual programmes of cyclical and planned maintenance; contributions from the income we receive from owner/occupiers for mutual repairs; payments received from our insurers as a result of claims we have submitted on insurable items which have been damaged; where necessary, due to the volume and cost of the work involved in a particular year, by taking out a loan from a private lender to fund planned maintenance work. 8.0 CONSULTANTS, CONTRACTORS & CONTRACTS Approved Lists 8.1 We will not maintain formal lists of Approved Consultants or Consultants. We will use Construction Line as a primary source for approved Consultants or Contactors. Selection will be made from lists on the basis of references on a project by project or work group (work type) basis. We will also issue pre-qualification questionnaires (PQQs) via the Scottish Procurement website to identify suitable Consultants or Contractors who may be invited to tender for a specific project. 8.2 Details of how we will appoint Consultants and Contractors to undertake individual projects are contained in the procedure entitled Appointing & Evaluating Consultants and Contractors. Tenders and Contracts 8.3 We will comply with current Scottish Government guidance on procurement and where appropriate use the Scottish Procurement website to advertise tenders. Where we need to issue tenders, we will use one of the following forms of contract: cyclical painting contract documentation; our Minor Works Contract (to be used where no quantities are provided, i.e. where there are drawings and a specification only); the current Scottish Building Contract (with or without quantities) with Scottish Supplement incorporating the JCT standard form; the current Scottish Measured Term Contract. We will seek to enter into partnering arrangements where appropriate and where the Contractor can demonstrate the required performance standards. Page 7 of 11

8 Standards and Specification 8.4 Where required, we will refer in our contract documentation to our Standard Specification and Design Brief. As appropriate, we will also make use of NBS Standard Specifications. 9.0 STAGE 3 ADAPTATIONS (MEDICAL ADAPTATIONS) 9.1 Subject to the receipt of funding from the Scottish Government and any allocations we make from our own funds, we will carry out specific modifications to individual properties to enable identified individuals to occupy them. 9.2 Details of the processes involved in identifying the adaptations required, securing funding, arranging for the work to be carried out, monitoring progress and expenditure are contained in the procedure entitled Stage 3 Adaptations RIGHT TO REPAIR 10.1 We will comply with the requirements of the statutory Right to Repair scheme in accordance with The Housing (Scotland) Act 2001 and subsequent regulations and guidance Information on the Scheme will be contained in our Tenancy Agreement and Tenant Handbook, and will also be included from time to time in the Almond View Details of how we will operate the scheme are contained in the procedure entitled Right to Repair & Compensation for Repairs RECHARGEABLE REPAIRS 11.1 We will charge the tenant with the costs of repair work required due to the carelessness, neglect or deliberate damage by a tenant, a member of their household or a visitor We will however take a sympathetic approach to minor repairs which would normally be charged to the tenant, where the tenant is elderly, physically, or mentally impaired (i.e. having a clinically diagnosed illness or disability) is otherwise frail or there are other circumstances approved by the Head of Housing Management Full details of the processes involved in identifying chargeable repairs involved, obtaining payment etc. are contained in the procedure entitled Rechargeable Repairs LANDLORD & TENANT OBLIGATIONS 12.1 We will ensure that our responsibilities for the repair and maintenance of our properties are described clearly in plain English. Page 8 of 11

9 12.2 We will ensure that the responsibilities of our tenants for specific repairs and the care and maintenance of their property are clearly explained in the Tenancy Agreement and Tenant Handbook, and that tenants are reminded of their responsibilities from time to time through articles in the Almond View and through the various forms of communication with tenants or their representatives which are established through our Tenant Participation Policy and Strategy TENANT PARTICIPATION & FEEDBACK Consultation 13.1 Through the consultation arrangements established under our Tenant Participation Policy and Strategy, we will give tenants the opportunity to comment on this policy when it is being reviewed, and on any individual procedures that have a direct impact on tenants, when these are being drafted and/or reviewed Whenever possible we will involve the tenants concerned in choices relating to planned works, e.g. of colours or types of kitchen fitments We will liaise closely with the tenants involved over the arrangements for carrying out individual contracts, e.g. of cyclical painting, planned maintenance etc. Tenant Satisfaction 13.4 For reactive repairs we will give all our tenants and factored owners the opportunity to comment on the standard of the repairs carried out to their property through sending them a satisfaction slip each time a repair is ordered We will conduct surveys of the tenants involved following completion of contracts for planned maintenance works We will conduct a general survey of all of our tenants on the overall standards of our repairs and maintenance service, normally as part of a wider Tenant Satisfaction Survey undertaken approximately every 5 years Full details of our arrangements for consultation and obtaining feedback see the procedure entitled Tenant Consultation & Feedback ALTERATIONS AND IMPROVEMENTS General 14.1 Tenants may apply for our written permission to carry out alterations or improvements to their property. Permission will normally be granted, subject to the proposed work complying with all current statutory requirements and also with our current conditions and standards. Page 9 of 11

10 14.2 A tenant who has carried out an approved improvement may, when giving notice that they wish to terminate their tenancy, apply for a compensatory payment where the work carried out is to be left, benefiting both the property and the incoming tenant Full details are contained in the policy entitled Tenant Alterations & Improvements and the supporting procedures OWNERS General 15.1 We will consult with all owners who are likely to be affected by any substantial work we plan to our tenanted properties. We will not include any owner s property in a contract unless there are shared or mutual areas for which an owner is partly responsible. Mutual owners/factored properties 15.2 Owners of properties for which we provide a factoring service will pay for their share of reactive repairs, cyclical and planned maintenance according to their responsibilities as specified in their title deeds Where the cost per owner of the work to be carried out is higher than the limit currently specified in our procedures, we will meet with the owners concerned to discuss the proposals before work commences, unless there is a health and safety reason for carrying the work out urgently Full details are contained in the policy entitled Factoring and supporting procedures NEW-BUILD PROPERTIES 16.1 We will undertake the repair and maintenance of newly-built properties as required by this policy and the supporting procedures, subject to the responsibility of the contractor to remedy defects during the defects liability period Details of our responsibilities and the processes involved in ensuring that the contractor fulfils their responsibilities, are contained in the procedure entitled Defects Liability Period Repairs COMPLAINTS 17.1 All comments and complaints concerning our repairs and maintenance service will be dealt with in accordance with our Complaints policy and the supporting procedures. Page 10 of 11

11 18.0 IMPLEMENTATION AND REVIEW 18.1 The Head of Asset Management has overall responsibility for ensuring that this policy, and the relevant procedures that support it, are implemented. The Head of Housing Management is responsible for ensuring that the procedures that are devolved to housing management are implemented by the staff concerned The Head of Asset Management is responsible for ensuring that the following reports are submitted to the Board: quarterly report on the performance of repairs contractors and gas servicing; quarterly reports on the progress of individual cyclical painting and planned maintenance projects; annual report on the performance of Contractors The Head of Asset Management will ensure that this policy is reviewed by the Board at least every five years. FIRST APPROVED IN AUGUST 1995 CURRENT VERSION 4.0 APPROVED IN AUGUST 2012 NEXT REVIEW DUE BY AUGUST 2017 Page 11 of 11

HILLCREST HOUSING ASSOCIATION LIMITED MAINTENANCE POLICY

HILLCREST HOUSING ASSOCIATION LIMITED MAINTENANCE POLICY HILLCREST HOUSING ASSOCIATION LIMITED POLICY NO. AM14 MAINTENANCE POLICY 1.0 INTRODUCTION 1.1 This policy describes our arrangements for ensuring that our properties are well maintained and kept in good

More information

H 7. Factoring Policy. If you require this policy in a different format please ask a member of staff. Date of Approval Oct 12 Review Due Dec 15

H 7. Factoring Policy. If you require this policy in a different format please ask a member of staff. Date of Approval Oct 12 Review Due Dec 15 H 7 Factoring Policy If you require this policy in a different format please ask a member of staff Date of Approval Oct 12 Review Due Dec 15 1.0 The Association s Objective 1.1 Elderpark Housing Association

More information

1.1 CHISEL's main activity is providing homes for our tenants to rent.

1.1 CHISEL's main activity is providing homes for our tenants to rent. Maintenance Policies 1. Introduction 1.1 CHISEL's main activity is providing homes for our tenants to rent. 1.2 These homes have been provided with the aid of loans and are the security against which the

More information

FACTORING POLICY March 2007

FACTORING POLICY March 2007 FACTORING POLICY March 2007 SPIRE VIEW HOUSING ASSOCIATION FACTORING POLICY DATE APPROVED: March 2007 1.0 THE ASSOCIATION S OBJECTIVES To provide good quality affordable housing for those in need and to

More information

MOLENDINAR PARK HOUSING ASSOCIATION FACTORING AND OWNER OCCUPIER POLICY

MOLENDINAR PARK HOUSING ASSOCIATION FACTORING AND OWNER OCCUPIER POLICY MOLENDINAR PARK HOUSING ASSOCIATION FACTORING AND OWNER OCCUPIER POLICY Date of Review: 19 th February 2013 Date of Next Review: March 2018 Registered in Scotland 2400R(S) Registered Scottish Charity SCO43725

More information

The Association offers a factoring service to homeowners whose properties

The Association offers a factoring service to homeowners whose properties PARAGON HOUSING ASSOCIATION LIMITED POLICY: POLICY AREA: FACTORING POLICY FINANCE AND INVESTMENT DATE APPROVED: 21 ST AUGUST 2013 DATE NEXT REVIEW: AUGUST 2018 Contents 1. Introduction 2. Aims 3. Objectives

More information

Customer Compensation Policy

Customer Compensation Policy Date approved: 5 May 2014 Approved by: Chief Executive 1. Introduction 1.1 Southway Housing Trust (Southway) will provide high quality services to our customers and aim to get things right first time.

More information

Your views on the. Annual Rent, Management Fee & Service Charge Increase 2014-15

Your views on the. Annual Rent, Management Fee & Service Charge Increase 2014-15 Your views on the Annual Rent, Management Fee & Service Charge Increase 2014-15 Introduction Govan Housing Association has always been committed to consultation with the community we serve and resident

More information

Our repairs and maintenance service

Our repairs and maintenance service Your repairs Being a GHA tenant gives you special rights when it comes to getting things fixed. This is called your Right to Repair. Here you ll find all you need to know about that, and much more. If

More information

GOOD LANDLORD CODE OF PRACTICE FOR PRIVATE RENTED SECTOR MANAGEMENT

GOOD LANDLORD CODE OF PRACTICE FOR PRIVATE RENTED SECTOR MANAGEMENT GOOD LANDLORD CODE OF PRACTICE FOR PRIVATE RENTED SECTOR MANAGEMENT GUIDANCE DOCUMENT Each section contains general information on why the standard was set (Yellow text boxes). In many cases, the standards

More information

Nick Sanderson, Head of Housing and Property. Reason for Report: To advise members of the new Compensation Policy.

Nick Sanderson, Head of Housing and Property. Reason for Report: To advise members of the new Compensation Policy. DECENT & AFFORDABLE HOMES PDG 16 JUNE 2015 COMPENSATION POLICY Cabinet Member: Responsible Officer: Cllr Ray Stanley Nick Sanderson, Head of Housing and Property Reason for Report: To advise members of

More information

FACTORING POLICY. This policy sets out the scope of and management arrangements for the Association s Factoring Service.

FACTORING POLICY. This policy sets out the scope of and management arrangements for the Association s Factoring Service. FACTORING POLICY 1.0 INTRODUCTION This policy sets out the scope of and management arrangements for the Association s Factoring Service. 2.0 FACTORING DEFINITION a property management service provided

More information

Repairs and Maintenance Policy. February 2009

Repairs and Maintenance Policy. February 2009 Repairs and Maintenance Policy February 2009 CONTENTS 1. INTRODUCTION 5 2. DIVISION OF RESPONSIBILITIES 6 3. DELEGATED AUTHORITY 7 4. SCOPE FOR LOCAL VARIATION 8 5. AIMS AND OBJECTIVES 9 6. SUSTAINABILITY

More information

WRITTEN STATEMENT OF SERVICE /TERMS AND CONDITIONS OF SERVICE

WRITTEN STATEMENT OF SERVICE /TERMS AND CONDITIONS OF SERVICE WRITTEN STATEMENT OF SERVICE /TERMS AND CONDITIONS OF SERVICE Subjects covered by this written statement of service are These are the terms and conditions for the provision of a factoring service to owner

More information

JOB DESCRIPTION PROPERTY SERVICES MANAGER

JOB DESCRIPTION PROPERTY SERVICES MANAGER JOB DESCRIPTION POSITION: RESPONSIBLE TO: RESPONSIBLE FOR: PROPERTY SERVICES MANAGER DIRECTOR OF OPERATIONS PROPERTY INSPECTOR PROPERTY SERVICES SUPPORT OFFICER CORE JOB REQUIREMENTS LINE MANAGEMENT Line

More information

BUIDHEANN TIGHEADAS LOCH AILLSE AGUS AN EILEIN SGITHEANAICH LTD LOCHALSH AND SKYE HOUSING ASSOCIATION STATEMENT OF FACTORING SERVICES

BUIDHEANN TIGHEADAS LOCH AILLSE AGUS AN EILEIN SGITHEANAICH LTD LOCHALSH AND SKYE HOUSING ASSOCIATION STATEMENT OF FACTORING SERVICES BUIDHEANN TIGHEADAS LOCH AILLSE AGUS AN EILEIN SGITHEANAICH LTD LOCHALSH AND SKYE HOUSING ASSOCIATION STATEMENT OF FACTORING SERVICES 1 Revision 1 24 July 2013 CONTENTS 1. Written Statement of Factoring

More information

03 Your tenancy explained

03 Your tenancy explained 03 Your tenancy explained Written Statement of Services Factored Owners Written Statement of Services under the Property Factors (Scotland) Act 2011 Revised version: April 2015 What is the Written Statement

More information

FACTORING POLICY. Contents

FACTORING POLICY. Contents FACTORING POLICY Policy prepared by Finance Officer Initial Review by Committee 29 November 2012 Consultation Period 29/12/12 31/1/13 Final Approval by Management Committee 31 January 2013 Date of next

More information

Statement of Services

Statement of Services Statement of Services Property Factors (Scotland) Act 2011 Property Factors (Scotland) Act 2011 Statement of Services What is the Property Factors Act? The Property Factors (Scotland) Act of 2011 is a

More information

Property Management (Factoring) Policy. Approval date July 2014 Review date July 2017 Approved by Link Group Board. www.linkhousing.org.

Property Management (Factoring) Policy. Approval date July 2014 Review date July 2017 Approved by Link Group Board. www.linkhousing.org. Property Management (Factoring) Policy Approval date July 2014 Review date July 2017 Approved by Link Group Board 1. INTRODUCTION This policy has been devised to show how Link operates property management

More information

Cernach Housing Association Factoring Policy

Cernach Housing Association Factoring Policy 1. INTRODUCTION Housing Association Limited Cernach Housing Association as a landlord and factor accepts the responsibility for providing a range of services for all of the properties under its control.

More information

Property Factors (Scotland) Act 2011

Property Factors (Scotland) Act 2011 East Ayrshire Council Property Factors (Scotland) Act 2011 STATEMENT OF SERVICES Property Factors Registration Number: PF000382 2 Property Factors Registration Number: PF000382 1. Background The Property

More information

LEASEHOLD MANAGEMENT POLICY

LEASEHOLD MANAGEMENT POLICY LEASEHOLD MANAGEMENT POLICY EG/Board Approval: November 2014 Responsible Board: Ocean Housing Ltd Next Review: November 2015 Responsible Executive: Managing Director of Ocean Housing Ltd 1.0 INTRODUCTION

More information

Factoring Terms and Conditions

Factoring Terms and Conditions Shettleston Housing Association Factoring Terms and Conditions Issue 1/Jan 2013 Contents 1 General 3 2 Services 4 Reporting Common Repairs 4 Out of Hours Services 5 Other Services 6 3 Costs 7 4 Accounts

More information

Compensation Policy. 1. Aim of policy. Version Number: 2.0 UNCONTROLLED IF PRINTED

Compensation Policy. 1. Aim of policy. Version Number: 2.0 UNCONTROLLED IF PRINTED Compensation Policy Policy Ref: POL-BA-COMPEN Version Number: 2.0 Policy Owner Customer Insight Lead UNCONTROLLED IF PRINTED 1. Aim of policy 1.1. City West Housing Trust (City West) is constantly striving

More information

The Types of Standard 2 Guidance on the Standards 2 Changes to Legislation 2

The Types of Standard 2 Guidance on the Standards 2 Changes to Legislation 2 CONTENTS INTRODUCTION 2 The Types of Standard 2 Guidance on the Standards 2 Changes to Legislation 2 SCOTTISH CORE STANDARDS FOR ACCREDITED LANDLORDS 3 1 Communication with the Tenant 3 2 Equality Issues,

More information

TSA Standards Review: Home Standard

TSA Standards Review: Home Standard TSA Standards Review: Home Standard Guidance note: This document sets out, in pink, what is expected of a landlord to meet the TSA s national standards. We then explain: Heantun s existing service standards

More information

North Ayrshire Council Finance & Property Services. Property Factoring Service. Consultation Report

North Ayrshire Council Finance & Property Services. Property Factoring Service. Consultation Report North Ayrshire Council Finance & Property Services Property Factoring Service Consultation Report September 2013 Introduction The North Ayrshire Property Factoring Service was developed in response to

More information

RENTAL PROPERTY SET UP QUESTIONNAIRE & TERMS OF SERVICE

RENTAL PROPERTY SET UP QUESTIONNAIRE & TERMS OF SERVICE RENTAL PROPERTY SET UP QUESTIONNAIRE & TERMS OF SERVICE This Agreement is made between Award Property Management Ltd ( The Agent ) and The Owner(s) listed below ( The Landlord ) with respect to the letting,

More information

FACTORING AGREEMENT ARGYLL COMMUNITY HOUSING ASSOCIATION LIMITED

FACTORING AGREEMENT ARGYLL COMMUNITY HOUSING ASSOCIATION LIMITED ARGYLL COMMUNITY HOUSING ASSOCIATION LIMITED This is a FACTORING AGREEMENT between Argyll Community Housing Association Limited, having our registered office at 63-65 Chalmers Street, Ardrishaig, Argyll,

More information

LINK HOMES LIMITED FACTORING AGREEMENT

LINK HOMES LIMITED FACTORING AGREEMENT LINK HOMES LIMITED FACTORING AGREEMENT This is a Factoring Agreement between Link Homes Limited, Head Office, Link House, 2c New Mart Road, Edinburgh EH14 1RL ( LINK ) and the ( the owners ) of BLOCK B

More information

Responsive Repairs and Void Maintenance Strategy

Responsive Repairs and Void Maintenance Strategy Responsive Repairs and Void Maintenance Strategy Renewal: Nov. 2012 Contents: Page: 1. THE VISION 3 2. INTRODUCTION 3 3. DEFINITIONS 4 4. DELIVERY OF THE STRATEGY 5 5. TARGETS AND OBJECTIVES 6 6. MONITORING

More information

Helpdesk Service Guide. Building a Future with Care

Helpdesk Service Guide. Building a Future with Care Service Guide Building a Future with Care 1. Introduction and objectives 2. Prime overview 1. Introduction and objectives 3. Hours of operation 2. prime Help desk overview 4. How to contact Prime 3. Hours

More information

North Ayrshire Property Factoring Service Statement of Services

North Ayrshire Property Factoring Service Statement of Services North Ayrshire Property Factoring Service Statement of Services On 1 October 2012, the Property Factors (Scotland) Act 2011 ( the Act ) was brought into force by the Scottish Government. This new legislation

More information

Major works and how they affect you. The Leaseholders guide to consultation

Major works and how they affect you. The Leaseholders guide to consultation Major works and how they affect you The Leaseholders guide to consultation Introduction CityWest Homes is committed to involving you in the planning and delivery of major works to your property. Our major

More information

Property LIMITED. Owner s Handbook

Property LIMITED. Owner s Handbook Property ManagemeNt LIMITED Owner s Handbook This Owner s Handbook is intended as a guide to our Factoring Service to be provided to all our existing and prospective clients. CONTENTS Section 1 Who we

More information

FACTORING AGREEMENT ARGYLL COMMUNITY HOUSING ASSOCIATION LIMITED

FACTORING AGREEMENT ARGYLL COMMUNITY HOUSING ASSOCIATION LIMITED ARGYLL COMMUNITY HOUSING ASSOCIATION LIMITED This is a Factoring Agreement between Argyll Community Housing Association Limited, having our registered office at 63-65 Chalmers Street, Ardrishaig, Argyll,

More information

Do you need something fixed? We re ready to help

Do you need something fixed? We re ready to help Glasgow Housing Association www.gha.org.uk Your repairs Repairs and maintenance Do you need something fixed? We re ready to help Better homes, better lives Repairs and maintenance Because you re a GHA

More information

Services to owners Policy

Services to owners Policy Services to owners Policy Contents 1. Background 2. Introduction 3. Legal Position 4. Service Provision Policy 5. Service Provision Services a. Factoring service b. Administration service c. Estate management

More information

2. Subject to any special rules applied by the College's funding bodies, the tendering procedures will be applicable to:

2. Subject to any special rules applied by the College's funding bodies, the tendering procedures will be applicable to: HARPER ADAMS UNIVERSITY COLLEGE Code of Tendering Practice Introduction 1. The following guidelines are to be used in the conduct of tendering and contracting of major services and supplies commissioned

More information

Leaseholders Handbook

Leaseholders Handbook Leaseholders Handbook January 2011 Contents Page 1 Introduction 1 Introduction 2 What is leasehold? 3 Repairs and improvements 4 Service charge 5 Consultation 6 Insurance 7 Selling and renting your home

More information

JOB DESCRIPTION ASSET MANAGEMENT OFFICER

JOB DESCRIPTION ASSET MANAGEMENT OFFICER JOB DESCRIPTION ASSET MANAGEMENT OFFICER Responsible to: Asset Manager Role of Property Team The Asset Management team provides a comprehensive property maintenance service to tenants including capital

More information

Easthall Park Housing Co-operative. Making a difference to our Community. Factoring Policy and Statement of Services

Easthall Park Housing Co-operative. Making a difference to our Community. Factoring Policy and Statement of Services Easthall Park Housing Co-operative Making a difference to our Community Factoring Policy and Statement of Services 2014/2015 Introduction These are the terms and conditions for the provision of factoring

More information

How We Review Rent, Management Fee & Service Charges

How We Review Rent, Management Fee & Service Charges How We Review Rent, Management Fee & Service Charges Your views 2 CONTENTS Page 4 Rent, Management Fee & Service Charges Page 5 Our Approch to Rent Setting Page 6 Rent Increase Page 7 Close Cleaning Estate

More information

WIN. Factoring Services News. Factoring Services News. Common repairs what happens! page 6. worth of vouchers

WIN. Factoring Services News. Factoring Services News. Common repairs what happens! page 6. worth of vouchers Factoring news for homeowners in mixed tenure blocks in East Renfrewshire www.eastrenfrewshire.gov.uk/housing Winter 2015 Factoring Services News Complete our customer satisfaction survey inside this edition

More information

The Property Services Officer (PSO) will assist the Property Services Team to provide a first class property maintenance service which:

The Property Services Officer (PSO) will assist the Property Services Team to provide a first class property maintenance service which: JOB DESCRIPTION POSITION: Property Services Officer (Draft) GRADE: EVH Grade 7 (Spinal Points PA22 PA25: 28,434-31,223) January 2013 INTRODUCTION The Property Services Officer (PSO) will assist the Property

More information

Landlord/Agent Code of Conduct

Landlord/Agent Code of Conduct Landlord/Agent Code of Conduct Commitment to this is a requirement of the Home Stamp accreditation scheme The Home Stamp Code of Conduct aims to provide guidance and advice regarding the management of

More information

Factoring Policy (Registration No. PF000231)

Factoring Policy (Registration No. PF000231) Clydebank Housing Association Ltd. Factoring Policy (Registration No. PF000231) Management Committee submission: 26 March 2013 Approved: 26 March 2013 Review date: March 2016 This policy can be made available

More information

PROPERTY MANAGEMENT (FACTORING) POLICY

PROPERTY MANAGEMENT (FACTORING) POLICY WISHAW AND DISTRICT HOUSING ASSOCIATION PROPERTY MANAGEMENT (FACTORING) POLICY As with all the Association s policies and procedures, this document, where required, can be translated into other community

More information

LEAD OFFICER. Bruce. Johnson 1.0 2.0 3.0 4.0 5.0 6.0. Payable. cover. Compensation. time limits. of LYHA. Policy. Version: 2.0

LEAD OFFICER. Bruce. Johnson 1.0 2.0 3.0 4.0 5.0 6.0. Payable. cover. Compensation. time limits. of LYHA. Policy. Version: 2.0 COMPENSATION POLICY LEAD OFFICER Bruce Johnson Director of Technical Services Board Approval: January 2011 Next Revieww Date: January 2013 CONTENTS 1.0 Introduction 2.0 Purpose 3.0 Right to Repair 4.0

More information

Fyne Homes Ltd. Common Factoring Policy

Fyne Homes Ltd. Common Factoring Policy Fyne Homes Ltd Common Factoring Policy First Approved : -- Policy Reviewed : November 2014 Next Review Date : Version No : 5 Page 1 of 11 Index 1. POLICY STATEMENT... 3 2. TERMS AND CONDITIONS... 3 3.

More information

Newport City Homes Compensation Policy (P5)

Newport City Homes Compensation Policy (P5) Newport City Homes Compensation Policy (P5) P5 Compensation policy 1. Introduction 1.1 Newport City Homes is committed to providing the best possible service at all times. 1.2 Newport City Homes recognises

More information

MINIMUM STANDARDS FOR LANDLORD REGISTRATION

MINIMUM STANDARDS FOR LANDLORD REGISTRATION MINIMUM STANDARDS FOR LANDLORD REGISTRATION The Landlord and Tenant (Private Housing) Bill refers to a set of minimum standards that will be applied to the landlord and their property/properties and allows

More information

Customer Service Standards

Customer Service Standards Our Commitment The Commitment to Quality means that customers of the Association can expect the highest levels of service across all aspects of the business. The Shire Housing Association Commitment to

More information

FACTORED OWNERS OF FLATS

FACTORED OWNERS OF FLATS HOUSING ASSOCIATION LIMITED LAND AND PROPERTY MANAGEMENT SERVICES WRITTEN STATEMENT OF SERVICES for the FACTORED OWNERS OF FLATS March 2013 BARGARRAN - NORTH BARR - PARK MAINS CONTENTS Page 1. Mission,

More information

WRITTEN STATEMENT OF SERVICES UNDER THE PROPERTY FACTORS (SCOTLAND) ACT 2011

WRITTEN STATEMENT OF SERVICES UNDER THE PROPERTY FACTORS (SCOTLAND) ACT 2011 WRITTEN STATEMENT OF SERVICES UNDER THE PROPERTY FACTORS (SCOTLAND) ACT 2011 Introduction On 1 st October 2012, the Property Factors (Scotland) Act 2011 ( the Act ) was brought into force by the Scottish

More information

PROPERTY MANAGEMENT AGREEMENT [HEREINAFTER REFERRED TO AS. hereby appoint QUADRANT PROPERTY MANAGEMENT LTD

PROPERTY MANAGEMENT AGREEMENT [HEREINAFTER REFERRED TO AS. hereby appoint QUADRANT PROPERTY MANAGEMENT LTD Quadrant PROPERTY MANAGEMENT LTD Kennedy House 115 Hammersmith Road London W14 0QH Telephone 020-7386 8800 Facsimile 020-7386 0440 e-mail: managers@quadman.co.uk website: www.quadrantpm.co.uk Your Ref

More information

Compensation Policy. When we have failed to carry out emergency or urgent repairs

Compensation Policy. When we have failed to carry out emergency or urgent repairs Compensation Policy Hexagon aims to give good standards of service in housing and care, but occasionally things do go wrong. If a tenant makes a complaint, we will investigate and put the matter right

More information

Your statement of. Factoring Services

Your statement of. Factoring Services Your statement of Factoring Services River Clyde Homes homefact team, makes every effort to be an excellent factor for your building and this written statement is central to advising you of what that means.

More information

Property Management Proposal Information

Property Management Proposal Information Property Management Proposal Information We thank you for the opportunity to offer our services. Brisbane Property Market recognizes that the decision to invest in income producing real estate is a most

More information

The Trust. Compensation Policy. Customer Experience Team. Draft: Final Version. Effective Date: May 2014. Affected Teams: All

The Trust. Compensation Policy. Customer Experience Team. Draft: Final Version. Effective Date: May 2014. Affected Teams: All The Trust Compensation Policy Customer Experience Team Draft: Final Version Effective Date: May 2014 Affected Teams: All Compensation Policy May 2014 Page 1 of 8 CONTENTS 1. INTRODUCTION... 3 2. POLICY

More information

LANDLORD INFORMATION PACK PROFESSIONALLY TRAINED PROPERTY AGENTS BASED IN WEST LOTHIAN PHOTOGRAPHS VALUING MARKETING LETTING

LANDLORD INFORMATION PACK PROFESSIONALLY TRAINED PROPERTY AGENTS BASED IN WEST LOTHIAN PHOTOGRAPHS VALUING MARKETING LETTING PROFESSIONALLY TRAINED PROPERTY AGENTS BASED IN WEST LOTHIAN LANDLORD INFORMATION PACK LANDLORD INFORMATION KnightBain will ensure that our landlords maximise the earning potential of their property and

More information

empty property rental income? LET EAFIELD & MAPLE TURN YOUR EMPTY PROPERTY INTO INCOME!

empty property rental income? LET EAFIELD & MAPLE TURN YOUR EMPTY PROPERTY INTO INCOME! empty property or rental income? LET EAFIELD & MAPLE TURN YOUR EMPTY PROPERTY INTO INCOME! The easy way to let your home. Eafield & Maple are the main letting and management agents in your area and we

More information

LANDLORD INFORMATION PACK FOR RESIDENTIAL LETTINGS AND PROPERTY MANAGEMENT

LANDLORD INFORMATION PACK FOR RESIDENTIAL LETTINGS AND PROPERTY MANAGEMENT LANDLORD INFORMATION PACK FOR RESIDENTIAL LETTINGS AND PROPERTY MANAGEMENT 25 High Street, Warwick, CV34 4BB 01926 492511 warwick@godfrey-payton.co.uk www.godfrey-payton.co.uk Godfrey-Payton has a huge

More information

Ensuring a high quality maintenance service for the Council s housing stock.

Ensuring a high quality maintenance service for the Council s housing stock. Repairs and Maintenance 360 Scrutiny Review 1. Introduction 1.1 London Borough of Ealing own or manage around 18,000 properties. The stock is a mixture of housing and low and high rise flats, ranging in

More information

Factored properties include Owners and Sharing Owners who receive services from the Association.

Factored properties include Owners and Sharing Owners who receive services from the Association. Factored Properties Procedures Introduction These procedures have been developed to ensure that the Association meets the requirements of the Property Factors (Scotland) Act 2011, Code of Conduct for Property

More information

Property Management Agreement

Property Management Agreement Pure Property Management Edinburgh LTD 141 Gilmore Place Edinburgh EH3 9PW 0131 656 0390 www.purepropertymanagement.com SC427849 Property Management Agreement I.. (Name(s) as they appear title deeds) Of..

More information

This document will be made available in different languages and formats on request, including Braille and audio formats.

This document will be made available in different languages and formats on request, including Braille and audio formats. Policy Title: Policy Manual Section: Policy Number: Performance Standards References: Factoring Housing Management HM21 AS5:2 Date Approved by Management Committee: 25 November 2010 Next Review Date: 3

More information

Maintenance Strategy 2015 Owner: Kevin Bullimore Head of Infrastructure Next review 2020

Maintenance Strategy 2015 Owner: Kevin Bullimore Head of Infrastructure Next review 2020 Maintenance Strategy 2015 Owner: Kevin Bullimore Head of Infrastructure Next review 2020 Page 1 of 7 Maintenance Strategy Introduction The requirement for maintenance of premises, plant and equipment arises

More information

FACTORING SERVICE BLOCKS AND COMMON PARTS

FACTORING SERVICE BLOCKS AND COMMON PARTS FACTORING SERVICE BLOCKS AND COMMON PARTS ABOUT OUR ORGANISATION Atrium Initiatives Atrium Initiatives was formed in 2005. Its parent company is Atrium Homes, a not for profit company. Atrium Initiatives

More information

CORPORATE DEBT POLICY

CORPORATE DEBT POLICY CORPORATE DEBT POLICY December 2008 Contents 1. Introduction 2. Background 3. Objectives 4. Code of Practice 5. Implementation and Monitoring 6. Review 1 Introduction Implementing a Corporate Debt Strategy

More information

Author: Adrian Pengelly Role: Director of Assets. Recommendations: 1. That the review of the Assets Directorate budget pressures for 2014/15 is noted.

Author: Adrian Pengelly Role: Director of Assets. Recommendations: 1. That the review of the Assets Directorate budget pressures for 2014/15 is noted. Cornwall Housing Limited Report Template for DLT Agenda No: 7 Report to: The Board Part 1 Date: 27 July 2015 Title: Assets Directorate Budget Pressures 2014/15 Author: Adrian Pengelly Role: Director of

More information

Housing Policy Repairs and Maintenance

Housing Policy Repairs and Maintenance Housing Policy Repairs and Maintenance This policy affects: Tenants X Leaseholders X Other: TMO Tenants X TMO Leaseholders X PFI1 Tenants PFI2 Leaseholders PFI2 Tenants PFI2 Leaseholders Author: Service

More information

Y O U R A N N U A L S E R V I C E C H A R G E E X P L A I N E D

Y O U R A N N U A L S E R V I C E C H A R G E E X P L A I N E D Y O U R E X P L A I N E D 02 Contents What is an annual service charge? 03 How we set up service chargeable accounts 04 Service chargeable items and descriptions 05 Understanding the paperwork 06 Annual

More information

Decorating Allowance Policy

Decorating Allowance Policy Decorating Allowance Policy Renewal: May 2013 CONTENTS: 1.0 Purpose of Policy 2.0 Definition & Scope 3.0 Policy Statement 4.0 Legal and Regulatory Requirements 5.0 Objectives and Principles 6.0 Decorating

More information

Right to Compensation For Improvements

Right to Compensation For Improvements Right to Compensation For Improvements ROSEHILL HOUSING CO-OPERATIVE LIMITED 250 Peat Road, Glasgow, G53 6SA 1. Introduction The Right to Compensation for Improvements The Housing (Scotland) Act 2001 (The

More information

ISLINGTON & SHOREDITCH HOUSING ASSOCIATION LTD JOB DESCRIPTION

ISLINGTON & SHOREDITCH HOUSING ASSOCIATION LTD JOB DESCRIPTION Title of Post ISLINGTON & SHOREDITCH HOUSING ASSOCIATION LTD JOB DESCRIPTION TRAINEE BUILDING SURVEYOR Section/department OPERATIONS To whom immediately Head of Property & Asset Management responsible

More information

The Trust. Tenancy Management Policy. Neighbourhood Team. Draft: Final. Effective Date: February 2015. Affected Teams: All

The Trust. Tenancy Management Policy. Neighbourhood Team. Draft: Final. Effective Date: February 2015. Affected Teams: All The Trust Tenancy Management Policy Neighbourhood Team Draft: Final Effective Date: February 2015 Affected Teams: All Peaks & Plains Tenancy Management Policy February 2015 Page 1 of 12 TABLE OF CONTENTS

More information

HEALTH & SAFETY POLICY

HEALTH & SAFETY POLICY HEALTH & SAFETY POLICY 1. STATEMENT OF INTENT & POLICY OBJECTIVES The Council, as the governing body of the School, recognises and accepts the responsibilities placed on it as 'Employer' by the Health

More information

Fire Safety Policy. Fire Safety Policy: May 2011 Page 1 of 6. Version 1. Scope:

Fire Safety Policy. Fire Safety Policy: May 2011 Page 1 of 6. Version 1. Scope: Version 1 Fire Safety Policy Scope: Effective Date: Review Date: Signed Off by: Author: Policy Owned by: This policy applies to Hackney Homes Ltd working on behalf of the London Borough of Hackney July

More information

SUMMER WORKS SCHEME (SWS) 2014

SUMMER WORKS SCHEME (SWS) 2014 Circular 0059/2013 To: The Managerial Authorities of Recognised Primary, Secondary, Community and Comprehensive Schools and The Chief Executive Officers of Education and Training Boards SUMMER WORKS SCHEME

More information

Inside this issue: Factoring policy review - your views matter. The costs of being an owner. Our factoring performance

Inside this issue: Factoring policy review - your views matter. The costs of being an owner. Our factoring performance Autumn 2014 Inside this issue: Factoring policy review - your views matter. The costs of being an owner. Our factoring performance www.thenuehousing.co.uk Factoring policy review We are currently carrying

More information

MP Plumbing & Heating Ltd Quality Policy Manual THE QUALITY POLICY STATEMENT OF:

MP Plumbing & Heating Ltd Quality Policy Manual THE QUALITY POLICY STATEMENT OF: THE QUALITY POLICY STATEMENT OF: MP Plumbing & Heating Ltd Unit 8,The Metro Centre, Bridge Road, Orpington BR5 2BE Telephone: 01689 822188 Fax: 01689 897 733 E-Mail: info@mpplumbingheating.co.uk Web page:

More information

Policy document Date. YourPlace Property Management www.your-place.net. Debt Recovery Policy. Part of the GHA family. Page 0. Debt Recovery Policy

Policy document Date. YourPlace Property Management www.your-place.net. Debt Recovery Policy. Part of the GHA family. Page 0. Debt Recovery Policy YourPlace Property Management www.your-place.net Policy document Date Debt Recovery Policy Page 0 Part of the GHA family Name of Policy Responsible Officer Executive Finance Manager Date approved by YourPlace

More information

CUSTOMER COMPENSATION POLICY

CUSTOMER COMPENSATION POLICY CUSTOMER COMPENSATION POLICY Approved by Performance & Resources Approved Date 15/05/2012 Version no. 2 Review Date Q1 2014/15 Page 1 of 13 SOUTHWAY HOUSING TRUST CUSTOMER COMPENSATION POLICY 1. Key Objectives

More information

Customer Engagement Strategy

Customer Engagement Strategy Customer Engagement Strategy Renfrewshire Council Housing & Property Services August 2010 Table of Contents 1. Introduction... 2 2. Target Outcomes and Key Aims... 3 3. Links to other plans and strategies...

More information

North London Muslim Housing Association

North London Muslim Housing Association North London Muslim Housing Association Value for Money Self-Assessment 2013-2014 Value for Money The Association remains committed to providing services that represent Value for Money for our residents

More information

Tenant & Leaseholder Compensation Policy

Tenant & Leaseholder Compensation Policy Tenant & Leaseholder Compensation Policy Housing Landlord July 202 Version Control Version 3 Status of Policy Sponsor Author/Reviewer Approved Review Date Draft Mark Gaynor, Corporate Director of Housing

More information

Claims and Compensation Policy

Claims and Compensation Policy Claims and Compensation Policy If you need this publication in larger print, audio form, Braille, or in another language, please contact our office and we will try to help you. 1. Statement of Intent KINGDOM

More information

Asbestos Management Policy

Asbestos Management Policy Asbestos Management Policy Originator: Approval date: Policy and Strategy Team Sovini Board PCHA Board OVH Board/EMT 3 rd December 2012 22 nd November 2012 25 th September 2012 Review date: December 2013

More information

JOB DESCRIPTION Facilities Manager Soft Services. RESPONSIBLE FOR: Team Leaders and Contract Support staff

JOB DESCRIPTION Facilities Manager Soft Services. RESPONSIBLE FOR: Team Leaders and Contract Support staff JOB DESCRIPTION Facilities Manager Soft Services DIRECTORATE: Merlin Works DEPARTMENT: Facilities Management SALARY: 44,880 RESPONSIBLE TO: Head of Facilities Management RESPONSIBLE FOR: Team Leaders and

More information

Health and Safety Policy

Health and Safety Policy Health and Safety Policy October 2014 1 October 2014 Contents: Introduction 1. STATEMENT OF INTENT AND POLICY OBJECTIVES 2. RESPONSIBILITIES AND ACCOUNTABILITIES FOR HEALTH AND SAFETY 2.1 The Director

More information

INCOME COLLECTION AND DEBT MANAGEMENT POLICY

INCOME COLLECTION AND DEBT MANAGEMENT POLICY INCOME COLLECTION AND DEBT MANAGEMENT POLICY Version Number 2 Date Revision Complete Policy Owner Angela Currie, Housing and Care Director Author Jenny Gardner, Regional Manager East Reason for Revision

More information

Homeowner s Handbook

Homeowner s Handbook Homeowner s Handbook Page 2 Contents 1. Who we are 4 2. Our Property Management service 5 3. Our charges 7 4. Repairs 8 5. Enquiries and complaints 10 Page 3 1. Who we are Cairn Housing Association has

More information

The Trust. Customer Experience Policy. Customer Experience Team. Version: Final Version. Effective Date: July 2013. Affected Teams: All

The Trust. Customer Experience Policy. Customer Experience Team. Version: Final Version. Effective Date: July 2013. Affected Teams: All The Trust Customer Experience Policy Customer Experience Team Version: Final Version Effective Date: July 2013 Affected Teams: All TABLE OF CONTENTS 1. INTRODUCTION... 3 2. AIMS OF THE CUSTOMER EXPERIENCE

More information

INCOME MANAGEMENT POLICY

INCOME MANAGEMENT POLICY INCOME MANAGEMENT POLICY 1. Principles 2. Aims 3. Methods * Arrears Prevention * Debt Recovery * Rent Accounting 4. Statutory and Regulatory Requirements 5. Performance Monitoring 6. Review 7. Date of

More information

POLICY & PROCEDURE PROPERTY AND ESTATE MANAGEMENT (FACTORING) POLICY. REPAIRS & MAINTENANCE Page 1 of 13 AUGUST 2012 AUGUST 2015

POLICY & PROCEDURE PROPERTY AND ESTATE MANAGEMENT (FACTORING) POLICY. REPAIRS & MAINTENANCE Page 1 of 13 AUGUST 2012 AUGUST 2015 POLICY & PROCEDURE PROPERTY AND ESTATE MANAGEMENT (FACTORING) POLICY REPAIRS & MAINTENANCE Page 1 of 13 POLICY OUTLINE Grampian Housing Association offers a range of estate and property management (factoring)

More information

Vela Debt Recovery Policy

Vela Debt Recovery Policy Vela Debt Recovery Policy Overview The scope of this policy is to establish a framework for the recovery of a range of debts which includes:- current and former tenant arrears current and former recharge

More information

CUSTOMER COMPENSATION POLICY

CUSTOMER COMPENSATION POLICY CUSTOMER COMPENSATION POLICY Approved by Board Approved Date 08/09/2009 Version no. Review Date Q4 2011/12 S:\Central Services\Current Policies\Superseded Policies\Policy - Customer Compensation.docx Page

More information

ASBESTOS CONTAINING MATERIALS POLICY

ASBESTOS CONTAINING MATERIALS POLICY POLICY REF : AM01 Version No. 5.0 December 2014 ASBESTOS CONTAINING MATERIALS POLICY 1.0 INTRODUCTION 1.1 We recognise the risks to the health of those who have to work with materials containing asbestos

More information